ITSM Analytics Leader: Exec Dashboards & Data Strategy

American Family Insurance Agency Staff; Keene (NH); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

401(k) contribution

Pension plan

Annual incentive

9 paid holidays

Paid time off

Job summary

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own the enterprise analytics strategy for IT Service Management. You will lead dashboard development, governance, and KPI design using ServiceNow, Tableau, and GCP to drive data-driven decisions for leadership and operations.

This hybrid role requires delivering executive-level insights, partnering with IT leaders, and driving continual service improvement across the organization.

Qualifications

• Lead enterprise ITSM analytics strategy and roadmap.
• Develop executive and operational dashboards to measure service performance.
• Establish KPIs, SLAs, and performance metrics for service excellence.
• Translate data into actionable insights for leadership.

Responsibilities

• Own the ITSM analytics strategy and governance.
• Design and maintain dashboards, scorecards, and reporting frameworks.
• Partner with ITSM owners to define and measure key metrics.
• Ensure reporting accuracy and alignment with business needs.

Skills

Tableau dashboards

GCP BigQuery

ServiceNow Reporting

Executive storytelling

Tools

Tableau

Google Cloud Platform

Job description

American Family Insurance is seeking an ITSM Analytics & Reporting Lead to own the enterprise analytics strategy for IT Service Management. You will lead dashboard development, governance, and KPI design using ServiceNow, Tableau, and GCP to drive data-driven decisions for leadership and operations.

This hybrid role requires delivering executive-level insights, partnering with IT leaders, and driving continual service improvement across the organization.